Sr Administrator (Support & Operations)

Job Summary

DFS CU-Auto-USM-USM - Major incident Management:

Key Responsibilities

The Major Incident Manager is responsible for managing critical (P1 / Major) incidents end-to-end, ensuring rapid service restoration, minimal business impact, and effective stakeholder communication. Major incidents are defined as events causing significant disruption to business operations or financial/brand impact, requiring accelerated coordination beyond standard incident processes.

Skill Requirements

1. Core Functional Skills (Must-have) 🔹 Major Incident Handling • Experience in handling P1/P2 (critical) incidents • Full ownership of incident lifecycle from detection to closure • Ability to drive quick service restoration 🔹 Bridge Call Management • Ability to initiate and lead bridge calls within SLA timelines • Drive discussions across multiple technical teams • Monitor progress and ensure action-driven calls 🔹 Stakeholder Communication • Strong ability to communicate with: o Technical teams o Business users o Client leadership (incl. CIO-level interactions) • Provide structured and timely updates 🔹 Incident Lifecycle Management • Knowledge of end-to-end: o Incident logging o Prioritization o Investigation o Resolution 2. Process & ITSM Skills 🔹 ITIL Process Knowledge • Incident Management • Problem Management • Change Management • Knowledge Management 🔹 SLA & KPI Management • Understanding of: o SLA targets (response, resolution) o KPI tracking (MTTR, backlog, escalations) • Ensuring compliance during incidents 🔹 Root Cause Analysis (RCA) • Ability to: o Conduct RCA sessions o Identify underlying issues o Track corrective actions 3. Coordination & Governance Skills 🔹 Cross-Team Coordination • Work with: o Infra, Apps, Network teams o Vendors / third parties • Align all teams toward common resolution goal 🔹 Escalation Management • Follow escalation matrix • Perform: o Hierarchical escalation o Functional escalation • Bring right SMEs quickly on call 🔹 Command Center / War Room Management • Ability to operate in high-pressure environments • Manage crisis / major outage situations • Ensure discipline during incident calls 4. Tool & Technical Skills 🔹 ITSM Tools • Experience with tools like: o Service Now / JIRA (incident tracking, workflows) 🔹 Monitoring & Reporting • Understanding of alerts, monitoring tools • Ability to interpret incident data and trends 🔹 Basic Infrastructure Knowledge • Good understanding of: o Servers, network, applications o Cloud basics (optional but preferred) 5. Soft Skills (Critical for Success) 🔹 Communication & Presentation • Clear, concise, executive-friendly communication • Ability to present updates in crisis 🔹 Leadership & Decision Making • Take decisions during high-pressure situations • Drive teams without direct authority 🔹 Problem-Solving & Analytical Thinking • Quickly analyze incidents • Identify impact and resolution path

Other Requirements

MIM R&R